Delta Air Lines - Rachel Bible
Company: Delta Air Lines, Atlanta, GA
Company Description: Delta Air Lines serves more than 160 million customers each year. With its unsurpassed global network, Delta and the Delta Connection® carriers offer service to more than 330 destinations in 65 countries on six continents. The Reservation Sales and Customer Care division handles an average of 50 million customer contacts each year and generates approximately $2B in annual revenue.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year - All Other Industries
Nomination Title: Rachel Bible, Dallas/Ft. Worth Customer Engagement Specialist
Tell the story about what this nominee achieved since the beginning of July 2012 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Chris Kyle, a United States Navy SEAL, known as the most lethal sniper in American military history, was tragically shot and killed on February 2, 2013 at a shooting range in Texas. To honor this war veteran, Mr. Greg Marra, known as America’s Sculptor, completed a life-size sculpted image of Chris Kyle and was raising funds to have it transported from Sarasota to Dallas/Ft. Worth, where it would be cast in bronze and eventually presented to Mr. Kyle’s family.
Business partners of Mr. Marra contacted Delta to make flight reservations to attend a ceremony where the statue would be viewed. When Dallas/Ft. Worth Specialist Rachel Bible heard the story, she inquired if Mr. Marra also needed reservations. Rachel offered to conference in Mr. Marra to assist him but was told he wasn’t ready to make his reservation due to lack of funds. Rachel realized quickly that the flight had a limited number of seats left on it, and overwhelmed with compassion for the situation, elected to pay for Mr. Marra’s ticket herself.
Mr. Marra was beyond words for her kindness. But Rachel did not leave it at that. She took off work early and went to the Dallas/Ft. Worth airport to meet the flight. Again, Mr. Marra and his business partners were overwhelmed at the outpouring of sentiment Rachel showed. Mr. Marra had checked a large box containing the rifle that had been sculpted for the statue of Mr. Kyle, while the full body sculpture was being transported by truck. The transportation that was there to take Mr. Marra and his partners to the event was not large enough to carry the large box that the rifle came in, so Rachel once again stepped in and offered to drive Mr. Marra to where the statue was being bronzed.
The media was there waiting to interview Mr. Marra, and he simply could not believe his lot of good fortune. So impressed by the compassion shown by Rachel and by Delta Air Lines, he wrote a note of appreciation on his Facebook page. His note stated that Rachel has a heart as big as Texas and always wants to do the right thing. She was so moved by first the story of Chris Kyle and his service to his country, and then for Mr. Marra, who wanted to honor Mr. Kyle’s life, that she went above and beyond to help. That’s merely one example of the exemplary spirit of customer service that Rachel possesses, and a great example of the sentiment with which she treats Delta customers day in and day out.
Provide a brief (up to 125 words) biography about the nominee:
Rachel began her career with Delta in 1994 as a temporary, part-time Customer Service Agent at the Dallas/Ft. Worth Airport. After converting to full-time, Rachel went on to join the Reservations division, working in both domestic and international sales departments, where she received a Certificate of Excellence for her superior customer service skills.
She is currently a Work at Home specialist who assists with many new hire classes and consistently receives accolades from customers and colleagues alike. She is passionate about providing excellent customer service, which is evident by her stellar performance and customer compliments.